Hana Stoffberg
Cheltenham
Summary
I am a motivated and customer-focused professional with over 4 years of experience across the automotive, customer service, and administrative sectors. Proven ability to manage high volumes of client interactions with precision, empathy, and professionalism. Skilled in CRM platforms such as Salesforce, Force Field Share, EraPower, and Xtime, with a strong foundation in coordinating service bookings, providing technical support, and building lasting client relationships. Demonstrates excellent communication and organisational skills, with a keen eye for detail and a proactive approach to solving customer concerns.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Officer; Data Response
Toyota
09.2024 - Current
- Provided support for Toyota customers with the MyToyota Connect, Toyota Go, and Toyota Recall programs.
- Provided support for Lexus Customers with Lexus Connect and Lexus Encore programs.
- Managed inbound calls, voicemails, and email inquiries, ensuring timely and effective responses.
- Maintained accurate after-call records for all customer interactions.
- Using Salesforce and Force Field Share Software to track and manage customer data and communications.
Service Advisor
Jefferson Ford
02.2023 - 05.2024
- Welcome each customer warmly upon arrival and guide them through the check-in process.
- Foster strong relationships and build trust with customers through attentive service.
- Offer precise quotes for parts and labor, ensuring transparency and clarity.
- Using EraPower and Xtime Software
- Handle payment transactions efficiently when customers pick up their vehicles.
- Maintain proactive communication throughout the day, updating customers on their vehicle's progress.
- Collaborate effectively with workshop technicians to address any customer inquiries or concerns.
- Respond promptly and professionally to phone, internet, and email inquiries.
Booking Coordinator
Jaguar Land Rover
02.2022 - 02.2023
- Respond to phone calls and emails from customers promptly and professionally.
- Utilise expertise to create accurate and detailed repair order paperwork.
- Coordinate bookings to ensure an optimal balance between routine service and major repairs.
- Provide precise job quotes and ensure the correct parts are ordered and available.
- Cultivate strong relationships with customers through attentive and personalised service.
- Handle interactions with high-profile customers with the utmost professionalism and care.
Apprentice Mechanic
Jaguar Land Rover
05.2021 - 02.2022
- Successfully completed a 2nd-year apprenticeship, gaining hands-on experience and technical expertise.
- Trusted to independently carry out repairs and services with a high level of proficiency.
- Collaborated effectively with team members to ensure major projects were completed efficiently and on schedule.
Swim Teacher
Starfish Swim School
08.2019 - 08.2021
- Instructed children ranging from 9 months to 15 years across various skill levels in swimming.
- Developed and managed comprehensive lesson plans tailored to each age group and skill level.
- Collaborated with a team to achieve the shared goal of ensuring children's safety and proficiency in the water.
Education
Cert IV - New Business and Entrepreneurship
Swinburne Open Education
10.2025
Cert II - Automotive
Box Hill Institute
03.2021
Degree - Criminology
Victoria University
03.2021
High School - undefined
Methodist Ladies College
12.2019
Skills
- Customer support
- Clear verbal and written communication
- Relationship building
- Dependability and consistency
- Team collaboration
- Experience with customer retention or upselling
Technical skills
- Salesforce
- X-Time
- Force Field Share
- EraPower
- Service Now
- SuperService Triage
Certification
- HLTAID001 CPR and Defibrillator
- HLTAID003 First Aid
Timeline
Customer Service Officer; Data Response
Toyota
09.2024 - Current
Service Advisor
Jefferson Ford
02.2023 - 05.2024
Booking Coordinator
Jaguar Land Rover
02.2022 - 02.2023
Apprentice Mechanic
Jaguar Land Rover
05.2021 - 02.2022
Swim Teacher
Starfish Swim School
08.2019 - 08.2021
Cert II - Automotive
Box Hill Institute
Degree - Criminology
Victoria University
High School - undefined
Methodist Ladies College
Cert IV - New Business and Entrepreneurship
Swinburne Open Education
AWARDS
HLTAID001 CPR and Defibrillator, HLTAID003 First Aid, Bronze Medallion